This AI is coaching human call center workers in sympathy

Published by rudy Date posted on February 1, 2017

Cogito monitors customer service calls and offers advice agents

by Darcie Thompson-Fields, Feb. 1, 2017

An AI is helping to coach call centre workers on their emotional intelligence.

Boston-based startup Cogito has created a software that has learned to detect problems in conversation.

It works by automatically assessing the dynamics of a conversation and has been trained to recognise certain characteristics. Using artificial intelligence and behavioural science, Cogito performs in-call voice analysis and delivers real-time guidance to agents.

Based on verbal cues from customers, Cogito’s dashboard will flash an alert on the employee’s computer screen and offer suggestions for redirecting the conversation.

By analysing speaking patterns and conversational dynamics like tone, interruption, speed and tension, it can guide customer service agents to speak with more empathy, confidence, professionalism and efficiency.

“The rise of human replacement technology and chatbots is deflecting low-value calls like, ‘I want to change my address,’ so the actual volume of complex calls going into customer service providers is rising,” CEO and co-founder Joshua Feast said.

Feast founded Cogito, in 2007, with Sandy Pentland, a professor in the MIT Media Lab who specialises in studying human dynamics.

The collaboration between human customer service agents and the AI tool gives a glimpse of how machine learning can enhance human work in the future.

July 2025

Nutrition Month
“Give us much more than P50 increase
for proper nutrition!”

Invoke Article 33 of the ILO Constitution
against the military junta in Myanmar
to carry out the 2021 ILO Commission of Inquiry recommendations
against serious violations of
Forced Labour and Freedom of Association protocols.

Accept National Unity Government (NUG)
of Myanmar.  Reject Military!

#WearMask #WashHands #Distancing #TakePicturesVideosturesVideos

Time to support & empower survivors. Time to spark a global conversation. Time for #GenerationEquality to #orangetheworld!

July


3 July – International Day of Cooperatives
3 Ju
ly – International Plastic Bag Free Day
 
5 July –
World Youth Skills Day 
7 July – Global Forgiveness Day
11 July – World Population Day 
17 July – World Day for
International Justice
28 July – World Nature Conservation Day
30 July – World Day against Trafficking in Persons 


Monthly Observances:

Schools Safety Month

Nutrition Month
National Disaster Consciousness Month

Weekly Observances:

Week 2: Cultural Communities Week
Micro, Small, and Medium Enterprise
Development Week
Week 3: National Science and
Technology Week
National Disability Prevention and
Rehabilitation Week
July 1-7:
National Culture Consciousness Week
July 13-19:
Philippines Business Week
Week ending last Saturday of July:
Arbor Week

 

Daily Observances:

First Saturday of July:
International Cooperative Day
in the Philippines

Categories

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.